Poor service Discovery health

We were on the scheme and had a waiting period of 12 months for certain services When I contact them to upgrade to a better package they inform me that i am too late and have to wait for another year before I can do that I said I did not know I need to upgrade in November then they said they have send us a email and we did not respond to it I never have received any emails I was searching all my folders and could not get any i logged a complain and asked them to resend me the e-mail but till now I have not received anything from them. It is almost impossible to get hold on them on the phone and when you succeed the transfer you from the one to the next and it cost you money they also refused to phone you back if the correct person to speak to is not available We have spoken to various people at the customer care centre and also to a Supervisor with name Zola